The Reference Librarian, Volume 36, Issue 75-76 (2002)

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The Reference Librarian, Volume 36, Issue 75-76 (2002)

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Miscellany

Introduction
Kwasi Sarkodie-Mensah
Pages: 1-2
Published online: 22 Oct 2008
CitationforIntroduction | PDF (26.8 KB)
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THE NATURE OF THE PROBLEM: EFINITIONS, SCOPE AND EXTENT, HISTORICAL PERSPECTIVES, AND DIVERSE CLIENTELE

Article
Problem Patrons
All Shapes and Sizes
Kelly D. Blessinger
Pages: 3-10
Published online: 22 Oct 2008
AbstractforProblem Patrons | References | PDF (55.7 KB)
  • 510 Views
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Article
The Problem Patron
Is There One in Your Library?
Calmer D. Chattoo
Pages: 11-22
Published online: 22 Oct 2008
AbstractforThe Problem Patron | References | PDF (71.6 KB)
  • 453 Views
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Article
The “Problem Patron” Public Libraries Created
Mary K. Chelton
Pages: 23-32
Published online: 22 Oct 2008
AbstractforThe “Problem Patron” Public Libraries Created | References | PDF (66.2 KB)
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Article
Historical Perspectives on Problem Patrons from the British Public Library Sector, 1850-1919
Gary Kenneth Peatling
Pages: 33-43
Published online: 22 Oct 2008
AbstractforHistorical Perspectives on Problem Patrons from the British Public Library Sector, 1850-1919 | References | PDF (70.5 KB)
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Article
Difficult Library Patrons in Academe
It's All in the Eye of the Beholder
C. Lyn Currie
Pages: 45-54
Published online: 22 Oct 2008
AbstractforDifficult Library Patrons in Academe | References | PDF (64.4 KB)
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Article
The Difficult Patron in the Academic Library
Problem Issues or Problem Patrons?
Patience L. Simmonds & Jane L. Ingold
Pages: 55-66
Published online: 22 Oct 2008
AbstractforThe Difficult Patron in the Academic Library | References | PDF (64.9 KB)
  • 372 Views
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Article
Personal Safety in Library Buildings
Levels, Problems, and Solutions
Bruce A. Shuman
Pages: 67-81
Published online: 22 Oct 2008
AbstractforPersonal Safety in Library Buildings | References | PDF (83.1 KB)
  • 244 Views
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Article
Old Problem for New Reasons
Overcoming the Challenge Presented by Mentally Ill Library Users
Stephanie Ford
Pages: 83-90
Published online: 22 Oct 2008
AbstractforOld Problem for New Reasons | References | PDF (57.6 KB)
  • 176 Views
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Article
“The Homosexual” as Problem Patron
Polly Thistlethwaite
Pages: 91-104
Published online: 22 Oct 2008
Abstractfor“The Homosexual” as Problem Patron | References | PDF (79.7 KB)
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Article
The Difficult Library Patron
A Selective Survey of the Current Literature
Bernice Redfern
Pages: 105-113
Published online: 22 Oct 2008
AbstractforThe Difficult Library Patron | References | PDF (59.6 KB)
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THE PROBLEM PATRON IN THE ELECTRONIC AGE

Article
Do We Really Have an Internet Problem?
Statistics, Credibility and Issues Concerning Public Internet Access in Academic Libraries
Charlotte Cubbage
Pages: 115-127
Published online: 22 Oct 2008
AbstractforDo We Really Have an Internet Problem? | References | PDF (79.7 KB)
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Article
Problem or Challenge?
Serving Library Customers That Technology Left Behind
Sara Baron
Pages: 129-147
Published online: 22 Oct 2008
AbstractforProblem or Challenge? | References | PDF (140 KB)
  • 101 Views
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Article
E-Problems, E-Solutions
Electronic Reference and the Problem Patron in the Academic Library
Jacqueline Borin
Pages: 149-161
Published online: 22 Oct 2008
AbstractforE-Problems, E-Solutions | References | PDF (73 KB)
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Article
The Problem Patron and the Academic Library Web Site as Virtual Reference Desk
Daniel Taylor & George S. Porter
Pages: 163-172
Published online: 22 Oct 2008
AbstractforThe Problem Patron and the Academic Library Web Site as Virtual Reference Desk | References | PDF (67.7 KB)
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Article
Managing the Use of Cellular Phones in a Small College Learning Resource Centre
Christopher M. Hall
Pages: 173-180
Published online: 22 Oct 2008
AbstractforManaging the Use of Cellular Phones in a Small College Learning Resource Centre | References | PDF (57.2 KB)
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PROVIDING SOLUTIONS TO THE PROBLEM: IDEAS FROM OTHER PROFESSIONS AND THE WORLD OF LIBRARY AND INFORMATION SCIENCE

Article
How Psychotherapists Handle Difficult Clients
Lessons for Librarians
Brian Quinn
Pages: 181-196
Published online: 22 Oct 2008
AbstractforHow Psychotherapists Handle Difficult Clients | References | PDF (80.6 KB)
  • 238 Views
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Article
The Common Sense of Customer Service
Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patrons in Libraries
Glenn S. McGuigan
Pages: 197-204
Published online: 22 Oct 2008
AbstractforThe Common Sense of Customer Service | References | PDF (57.5 KB)
  • 119 Views
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Article
The Customer Is Always Right
What the Business World Can Teach Us About Problem Patrons
Rebecca Jackson
Pages: 205-216
Published online: 22 Oct 2008
AbstractforThe Customer Is Always Right | References | PDF (68.1 KB)
  • 312 Views
  • 3 CrossRef citations
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Article
Zen and the Art of Dealing with the Difficult Patron
Louisa Toot
Pages: 217-233
Published online: 22 Oct 2008
AbstractforZen and the Art of Dealing with the Difficult Patron | References | PDF (160.4 KB)
  • 223 Views
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Article
Healing After the Unpleasant Outburst
Recovering from Incidents with Angry Library Users
Kathy Fescemyer
Pages: 235-244
Published online: 22 Oct 2008
AbstractforHealing After the Unpleasant Outburst | References | PDF (67.5 KB)
  • 121 Views
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Article
Gypsies, Tramps and Rage
Coping with Difficult Patrons
Sharon W. Bullard
Pages: 245-252
Published online: 22 Oct 2008
AbstractforGypsies, Tramps and Rage | References | PDF (56.6 KB)
  • 168 Views
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Article
Help Yourself
Front-Line Defense in an Academic Library
Diane J. Turner & Marilyn Grotzky
Pages: 253-263
Published online: 22 Oct 2008
AbstractforHelp Yourself | References | PDF (65 KB)
  • 79 Views
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Article
The Difficult Patron Situation
Competency-Based Training to Empower Frontline Staff
Justina O. Osa
Pages: 265-278
Published online: 22 Oct 2008
AbstractforThe Difficult Patron Situation | References | PDF (89.2 KB)
  • 247 Views
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Article
Core Competencies of Front-Line Employees
The German Contribution to a New Service Culture
Wolfgang Ratzek
Pages: 279-286
Published online: 22 Oct 2008
AbstractforCore Competencies of Front-Line Employees | PDF (57.1 KB)
  • 76 Views
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Article
Partnership with Community Resources- Campus Police
Revisiting Policies to Reflect the 21st Century
Joyce C. Wright
Pages: 287-292
Published online: 22 Oct 2008
AbstractforPartnership with Community Resources- Campus Police | References | PDF (48.7 KB)
  • 84 Views
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SPECIAL REPORTS

Article
Student Responses to Using a Computerized Database
Sandrea Deminco
Pages: 293-306
Published online: 22 Oct 2008
AbstractforStudent Responses to Using a Computerized Database | References | PDF (86.4 KB)
  • 15 Views
  • 1 CrossRef citations
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Article
E-struction
An Electronic Instruction Program at Louisiana State University and the University of New Orleans
Sigrid Kelsey & Deborah Lenares
Pages: 307-316
Published online: 22 Oct 2008
AbstractforE-struction | References | PDF (68.8 KB)
  • 15 Views
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